Sr Administrator (Support & Operations)

Technology, Data & Digital · IT Infrastructure & Security · IT Support

In short

This role is for a Sr Administrator in Support & Operations based in Madurai, Tamil Nadu. The primary focus is to provide advanced technical support, perform root cause analysis for complex incidents, and ensure positive customer feedback and seamless operations within agreed SLAs.

Responsibilities

Adhere to quality standards, regulatory requirements, and company policies.
Provide support for complex incidents, escalated by analysts, and perform root cause analysis.
Implement solutions to resolve technical and security issues.
Engage in value-adding activities such as knowledge base updates, training new hires, and coaching analysts.
Resolve complex tickets within agreed SLAs and collaborate with other support teams.
Ensure positive customer experience and CSAT through First Call Resolution, minimizing rejected resolutions/reopened cases, and mitigating security threats.

Requirements

Advanced technical support skills.
Troubleshooting and root cause analysis capabilities.
Experience in resolving technical and security issues.
Familiarity with knowledge base updates and management.
Ability to train and coach analysts.
Proficiency in resolving complex tickets within SLAs.
Collaboration skills with other support teams.
Focus on customer experience and CSAT.
Minimizing rejected resolutions and reopened cases.
Experience in mitigating security threats.

Benefits

Opportunity to supercharge your potential and find your career spark.
Work at a company that puts its people first.
Join a global technology company with a presence in 60 countries.
Be part of an organization with consolidated revenues of $14.8 billion.
Work with clients across major verticals including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.

#Administrator#Support#Operations#Technical Support#Troubleshooting#Root Cause Analysis#Customer Feedback#Quality Standards#Regulatory Requirements#Company Policies#Incidents#Security Issues#Value Adding Activities#Knowledge Base#Training#Coaching#SLAs#Seamless Operations#Security Posture#Customer Experience#CSAT#First Call Resolution#Mitigating Security Threats

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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